Customer Escalation Lead

Job Summary

Serving as a trusted advocate for strategic customer accounts, the full-time remote Customer Escalation Lead will manage high-impact customer escalations, ensuring timely resolution and proactive communication while coordinating cross-functional support.

Key responsibilities

• Own the end-to-end lifecycle of customer escalations, maintaining clear ownership and documented action plans
• Conduct regular account reviews to proactively identify concerns, opportunities, and risks for assigned accounts
• Synthesize customer pain points and communicate actionable recommendations to internal teams to drive product and service improvements

Required qualifications

• 7+ years of experience in customer support, customer success, or escalation management within a SaaS environment
• Minimum 3 years managing strategic accounts or executive-visible customer relationships
• Proven experience in independently handling high-risk customer escalations from intake to resolution
• Strong understanding of customer relationship management and escalation governance practices
• Experience with Salesforce, Jira, or similar customer management platforms